Incident Manager

Koniag IT Systems LLC a Koniag Government Services company is seeking an Incident Manager to support KITS and our government customer Washington DC. The position is hybrid requires 3 days onsite. This position requires the candidate to be able to obtain a Public offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and IT Systemsa Koniag Government Services company is seeking an experiencedIncident Managerto support a comprehensive enterprise IT operations and support engagement for a federal customer. This role serves as the primary owner of the enterprise incident management lifecycle ensuring rapid detection triage escalation resolution and post-incident review of IT incidents across a geographically distributed 24x7 hybrid on-premises and cloud environment spanning AWS commercial and GovCloud Microsoft 365 Azure Government and enterprise network and application Incident Manager operates within a mature ITIL 4-aligned IT Service Management (ITSM) practice and works in close coordination with the enterprise NOC multi-tier Service Desk network engineering infrastructure and platform operations teams to ensure that all incidents are managed to resolution within established service level objectives. This individual plays a central role in driving service restoration minimizing business impact and contributing to the programs continual service improvement objectives through trend analysis problem identification and post-incident learning ideal candidate is a detail-oriented and operationally experienced ITSM professional with a strong background in enterprise incident management ITIL-based service management practices and federal IT operations environments. This individual must thrive in a fast-paced high-accountability 24x7 operational setting and possess the ability to coordinate effectively across diverse technical teams and Government stakeholders under time-critical position requires the ability to obtain and maintain an SBA background investigation HSPD-12 PIV credentials and applicable IT access authorizations prior to performing work. This position may be primarily performed at SBA Headquarters and/or approved remote/telework Incident Manager is responsible for owning and managing the end-to-end enterprise incident management lifecycle in accordance with ITIL 4 best practices and SBA OCIO service management requirements. This individual ensures that all incidentsfrom Tier 1 Service Desk tickets through Priority 1 critical enterprise outagesare accurately classified prioritized assigned escalated and resolved within established service level agreements (SLAs). The Incident Manager serves as the central coordination hub during major incidents driving technical bridge calls managing stakeholder communications and ensuring timely service restoration. This role also contributes to problem management change management support knowledge management and continual service improvement responsibilities will include but are not limited to:Incident Lifecycle Management:Own and manage the full enterprise incident management lifecycle from initial detection and logging through triage categorization prioritization assignment escalation resolution and formal closure in the Governments ITSM all incidents are accurately classified by priority (P1P4) in accordance with established impact and urgency criteria and that appropriate response and resolution timelines are applied and monitored in real the active incident queue continuously identifying aging incidents escalation triggers SLA breach risks and stalled assignments and taking proactive action to ensure forward progress on all open and drive the timely assignment of incidents to the appropriate Tier 1 Tier 2 Tier 3 or Tier 4 technical resources based on incident category complexity and required incidents are escalated promptly and appropriatelyboth functionally across technical teams and hierarchically to program leadership and Government stakeholderswhen SLA thresholds scope or business impact warrant accurate complete and timely incident records in the ITSM platform throughout the incident lifecycle ensuring all actions decisions workarounds and resolutions are thoroughly Incident Management:Serve as the primary coordinator and decision-maker for all Priority 1 (P1) and Priority 2 (P2) major incidents activating and leading technical bridge calls war rooms and cross-functional response teams to drive rapid service P1 critical incidents are acknowledged within 15 minutes and that service restoration is achieved within 4 hours in accordance with program service level objectives meeting the Governments target of at least 90% of P1 incidents restored within the 4-hour clear accurate and timely stakeholder communications throughout major incident events including initial notifications status updates at defined intervals and formal incident closure notifications to the COR and Government with the NOC Service Desk Manager technical leads and program leadership to ensure all required resources are engaged barriers to resolution are removed and escalation paths are followed during major or facilitate formal post-incident reviews (PIRs) for all P1 and significant P2 incidents ensuring root cause analysis findings contributing factors corrective actions and lessons learned are thoroughly documented and tracked to Management Coordination:Collaborate with the Problem Manager or Service Management Lead to ensure incidents exhibiting patterns of recurrence or systemic root causes are formally transitioned into the problem management incident trend data recurring issue patterns and workaround documentation to support problem record creation root cause investigation and known error and monitor the implementation of permanent fixes and corrective actions arising from problem management activities ensuring incident recurrence rates are measurably reduced over Management Support:Coordinate with the change management process to identify incidents resulting from unauthorized changes or failed changes ensuring accurate linkage between incident records and associated change records in the ITSM in Change Advisory Board (CAB) activities as needed providing incident trend data and operational risk inputs to support change impact assessment and scheduling Platform Administration & Reporting:Administer and maintain incident management workflows categorization schemas assignment group structures escalation rules and SLA configurations within the Governments ITSM platform (ServiceNow or equivalent) to ensure accurate and efficient incident maintain and deliver recurring incident management performance reports and dashboards including metrics on incident volumes SLA compliance rates mean time to acknowledge (MTTA) mean time to resolve (MTTR) first-contact resolution rates escalation rates and incident trends by category and incident management metrics and performance data to Sprint Review Reports Monthly Status and Performance Reports and the service-level/ITSM metrics dashboard submitted to the Government by the 5th business day of each incident data to identify trends high-volume categories recurring issues and improvement opportunities providing actionable recommendations to program leadership and the Service Management Management:Oversee the development review and maintenance of incident-related knowledge base articles resolution guides troubleshooting procedures and known error workarounds in the Governments ITSM knowledge management Tier 1 and Tier 2 Service Desk personnel have access to current accurate and actionable knowledge base content to support first-contact resolution objectives targeting at least 70% of eligible tickets resolved at Tier a knowledge-sharing culture across the NOC and Service Desk ensuring resolution documentation is captured at ticket closure and that institutional knowledge is preserved throughout personnel Delivery Integration:Participate in Sprint ceremonies as required including Sprint Planning backlog refinement and Sprint Retrospectives contributing incident management workstream priorities improvement backlog items and operational performance data to the Sprint and manage incident management-related backlog items in the Governments Agile/ITSM tooling ensuring items are accurately prioritized estimated and tracked to completion each and propose process improvement opportunities for inclusion in the program backlog driving measurable enhancements to incident management efficiency SLA performance and customer & Compliance:Ensure all incident management activities comply with applicable Federal security privacy and compliance requirements including FISMA NIST SP 800-53 SBA IT and cybersecurity policies and CUI safeguarding suspected or confirmed security incidents are promptly identified escalated and reported in accordance with SBA incident response procedures and applicable Federal reporting the application of least-privilege separation-of-duties and Zero Trust principles within incident management workflows and access control and Experience:Required:Bachelors degree in Information Technology Computer Science Information Systems Business Administration or a related field from an accredited college or university. Equivalent work experience may be considered in lieu of a of 5 years of experience in IT service management with at least 3 years of dedicated experience in an Incident Manager Major Incident Manager or equivalent ITSM leadership role in an enterprise federal IT experience managing the full incident lifecycleincluding P1 major incident coordinationin a 24x7 enterprise IT operations environment of comparable scale and experience with ITIL-based ITSM practices including incident management problem management change management and knowledge -on experience administering and managing incidents within an enterprise ITSM platform preferably to obtain and maintain an SBA background investigation HSPD-12 PIV credentials and all required IT access authorizations prior to performing work requiring such :Prior experience supporting federal civilian agency IT operations supporting incident management within hybrid on-premises and cloud environments including AWS and Microsoft Azure/ working within an Agile IT operations delivery model integrating ITSM processes with Sprint-based planning and Skills and Competencies:Exceptional communication skills in Englishboth written and oralwith the demonstrated ability to communicate clearly and concisely under time-critical conditions to diverse audiences including technical teams program leadership and senior Government ability to lead and coordinate cross-functional technical teams during high-pressure major incident events driving rapid diagnosis and service restoration without direct authority over all knowledge of ITIL 4 incident management principles and practices including incident classification prioritization escalation SLA management major incident management and post-incident review -on proficiency with enterprise ITSM platforms particularly ServiceNow including incident workflow configuration queue management SLA monitoring escalation rule management and analytical skills with the ability to identify incident trends recurring patterns and systemic issues from ITSM data and translate findings into actionable improvement developing and maintaining incident management performance dashboards and metrics reports including MTTA MTTR SLA compliance rates first-contact resolution rates and incident volume ability to develop and maintain a high-quality knowledge base ensuring Tier 1 and Tier 2 Service Desk personnel have access to current accurate resolution understanding of enterprise IT infrastructure components relevant to incident management including network server cloud (AWS/Azure) Microsoft 365 and enterprise application with federal IT security and compliance requirements including FISMA NIST SP 800-53 Zero Trust Architecture principles and CUI safeguarding organizational skills with the ability to simultaneously manage multiple open incidents at varying priority levels maintaining accurate records and ensuring no incident falls through the with Microsoft Office Suite Microsoft Teams and enterprise collaboration Skills and Competencies:ITIL 4 Foundation certification or higher (e.g. ITIL 4 Specialist: High Velocity IT ITIL 4 Managing Professional).ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist (CIS) IT Service managing incidents within AWS commercial and/or GovCloud environments including familiarity with AWS monitoring alerting and event management managing Microsoft 365 and Azure Government-related incidents including Exchange Online Microsoft Teams SharePoint Online and Microsoft Entra identity with enterprise network incident management including LAN/WAN SD-WAN routing switching wireless and network security fabric with enterprise monitoring and event management platforms (e.g. SolarWinds Splunk Dynatrace or equivalent) as they relate to automated incident detection and of problem management and root cause analysis methodologies including Fishbone/Ishikawa analysis 5 Whys and Kepner-Tregoe problem with Agile delivery methodologies and experience participating in Sprint ceremonies within an IT operations supporting post-incident review (PIR) facilitation and corrective action tracking programs in a federal IT Security CISSP or equivalent cybersecurity certification demonstrating knowledge appropriate to managing incidents involving Federal IT systems and sensitive with HSPD-12/PIV credentialing processes and federal identity and access management platforms including Okta and Microsoft with Section 508 compliance requirements as they apply to ITSM reporting tools and knowledge management contributing to continual service improvement programs within an ITIL-aligned Agile IT operations Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352